Pvt hosps train staff in communication, listening skills to stem south-bound flow
Times of India | 7 June 2024
Kolkata: Private hospitals are emphasising on a patient-centric service culture, which involves better interface in person and use of soft skills rather than an over-reliance on technology-driven interaction through AI or online exchange, with an eye on stemming patient flow to southern states.
Manipal Hospitals, which has recently taken over three AMRI Hospitals units in Kolkata, has launched a training programme for staff to fine-tune their interpersonal skills.“While we will enhance digital interfaces, including apps and conversational AI, the idea behind the training is to improve service aspects. In the long run, this will help build a greater faith in the healthcare system in our hospitals in Kolkata. One of the reasons why patients from Kolkata and the rest of Bengal prefer southern hospitals is probably the better soft skills of personnel there. We are keen to ensure our employees match patients’ expectations,” said CEO and MD Dilip Jose. Around 15% patients at Manipal’s south India hospitals are from Bengal.
Around 1,500 non-clinician staff at Manipal’s units in Dhakuria, Salt Lake and Mukundapur are undergoing the training. “The modules are focused on helping patients and families with info on admission and discharge, non-clinical advice, billing, medicines. The participants are being taught that patients and families need to be dealt with sympathy,” said a Manipal official. Doctors, too, will be trained.
Charnock Hospital has designed a six-point soft-skill programme for staff. This includes effective communication, empathy and listening to patients and families, stress on building trust and rapport, ensuring patient satisfaction to create positive impressions and stress reduction of patients. “As a diverse population seeks treatment, respecting cultural differences is essential. The trend of patients moving to southern states highlights the need to complement clinical excellence with patient experiences,” said Charnock MD Prashant Sharma. He added retention of skilled personnel was also important.
At Narayana Hospitals, compassionate care was a core value, said COO R Venkatesh. “From security and front office staff to our senior executives and managers, all undergo continuous soft-skill training,” he added.
BP Poddar Hospital has a department, where recruits are trained in interpersonal and listening skills and effective communication. “Interactions with doctors, nurses and support staff help alleviate patients’ and familes’ anxiety. We even celebrate patients’ birthdays if it falls during their admission,” said group adviser Supriyo Chakrabarty. A patient feedback department calls up patients at home to enquire about their health status.